Job summary
The post holder will be part of an administrative team whose responsibilities are to support the clinical services within the radiology department in managing the daily demand and to effectively prioritise incoming referrals into urgent and non-urgent.
The post holder will act as the Senior Admin to the booking team and provide support across both hospital site (The Hillingdon Hospital & Mount Vernon Hospital) including the Maternity Building for patient relations within the department.
To be responsible for all Special appointments including ensuring lists are changed or cancelled in the event of Radiologist leave.
To liaise with third party healthcare provide "Healthshare & CDC" in regards to the outsourced patients report and update cases when required and provide an effective, efficient appointment service to the department and the Trust.
Main duties of the job
Responsibilities and key result areas to include:
- To be responsible for dealing with patients' complaints and queries, and reporting these to the Admin Manager when appropriate. (Those complaints involving members of the department staff will be dealt with by the Department Manager).
- To ensure that appointments are correctly booked within RTT rules for Diagnostics and that appropriate instructions/prep are given/sent to the patients.
Monitor long waiter patient appointment via DM01 and investigate the delay in attendance, discuss the bottleneck with the admin manager if additional capacity is required.
- To ensure sessions are altered/cancelled in the event of Radiologist Leave.
- To actively monitor PTL in line with 18-week directives, escalating potential breaches in a timely manner.
- To present a friendly and professional image to patients and maintain good working relationships with other departments
- To collaborate professionally with MIU and other wards and departments.
- To adapt and manage resources and services in line with demand, capacity and future expansion.
- To train all staff in the use of the computer for patient registration to comply with Department Induction programme.
- To train all staff in reception duties, including acceptance/rejection of Order comms.
- To ensure that the telephone is answered in a helpful manner and within the agreed time, and queries dealt with appropriate
About us
The Hillingdon Hospitals NHS Foundation Trust is the only acute Hospital in the London Borough of Hillingdon and offers a wide range of services including accident and emergency, inpatient care, day surgery, outpatient clinics and maternity services. The Trust's services at Mount Vernon Hospital include routine day surgery, delivered at a modern treatment centre, a minor injuries unit and outpatient clinics.
The safety and well-being of our patients and of our staff is paramount and we are making urgent improvements to address this - particularly in infection prevention and control. We are making progress and going forward by working in partnership with local GPs, charities,community services, academic partners, our local authority, neighbouring hospitals and the wider North West London Integrated care system, and ensuring that we listen and work in partnership with our local population. We are absolutely focused on ensuring that our hospitalsprovide high quality, safe and compassionate care, while drive forward the building of the new Hillingdon Hospital.
We have over 3,500 members of staff that are proud to care for nearly half a million people, with a vision to be an outstanding provider of healthcare through leading health and academic partnerships, transforming services, to provide the best care where needed.
Job description
Job responsibilities
Job summary
The post holder will be part of an administrative team whose responsibilities are to support the clinical services within the radiology department in managing the daily demand and to effectively prioritise incoming referrals into urgent and non-urgent.
The post holder will act as the Senior Admin to the booking team and provide support across both hospital site (The Hillingdon Hospital & Mount Vernon Hospital) including the Maternity Building for patient relations within the department.
To be responsible for all Special appointments including ensuring lists are changed or cancelled in the event of Radiologist leave.
To liaise with third party healthcare provide Healthshare & CDC in regards to the outsourced patients report and update cases when required and provide an effective, efficient appointment service to the department and the Trust.
Responsibilities and key result areas to include:
- To be responsible for dealing with patients' complaints and queries, and reporting these to the Admin Manager when appropriate. (Those complaints involving members of the department staff will be dealt with by the Department Manager).
- To ensure that appointments are correctly booked within RTT rules for Diagnostics and that appropriate instructions/prep are given/sent to the patients.
Monitor long waiter patient appointment via DM01 and investigate the delay in attendance, discuss the bottleneck with the admin manager if additional capacity is required.
- To ensure sessions are altered/cancelled in the event of Radiologist Leave.
- To actively monitor PTL in line with 18-week directives, escalating potential breaches in a timely manner.
- To present a friendly and professional image to patients and maintain good working relationships with other departments
- To collaborate professionally with MIU and other wards and departments.
- To adapt and manage resources and services in line with demand, capacity and future expansion.
- To train all staff in the use of the computer for patient registration to comply with Department Induction programme.
- To train all staff in reception duties, including acceptance/rejection of Order comms.
- To ensure that the telephone is answered in a helpful manner and within the agreed time, and queries dealt with appropriately.
- To ensure paperwork and forms are prepared for future appointments.
To support on a day-to-day basis for ensuring accuracy of data used in the Radiology Information System (Soliton, PACs, Cerner and IEP) for all Imaging and X-Ray referrals and appointments are carried out effectively. This will include monitoring and tracking all referrals to ensure access to the service is equitable for all patients within national and local policies and guidelines.
- Register new patients on Cerner and crosscheck the demographic information with SPINE for accurate details.
Monitor IEP and manage requests in a timely manner and to support PACS housekeeping when required.
To monitor the HealthShare outsourced patient tracker and update patients record accordingly and in a timely manner on Soliton.
To monitor and support the various outsourcing processes that are in place, this includes Healthshare for Ultrasound, CDC for CT and MRI.
- Answer the telephone in a polite and friendly manner. To deal with all requests/enquiries in an appropriate manner.
- Manage the request forms in date order and enter any relevant information on the form regarding booking instructions. Schedule appointments in Soliton diary to comply with current booking process.
- Liaise with Superintendent regarding the issue of urgent appointments to comply with current targets.
- Ensure all urgent appointment letters are dealt with accordingly and sent out as priority.
- Confirm with patients that they are able to attend their appointment (to reduce DNAs). In the event of a cancellation, telephone patients on the cancellation list to fill the slot.
- Responsible for ensuring appropriate and timely responses are made for requests under the FOI.
- The post holder will be expected to work in a pro-active manner across the Trust.
- Communicate directly with patients in the department who have any queries regarding their procedure or appointment.
- Rebook or re-arrange appointments as appropriate. Liaise with Superintendent regarding any unusual or additional requirements.
- Taking part in Department Audit and Staff meetings.
- To keep up to date with technology developments with regard to developing appropriate skills in the use of modern technology.
- Any other business as required by the Radiology Admin Manager, Service Manager or Head of Radiology.
This job description may be reviewed in the light of change in service needs and developments. Any changes will be fully discussed with the post-holder.
Job description
Job responsibilities
Job summary
The post holder will be part of an administrative team whose responsibilities are to support the clinical services within the radiology department in managing the daily demand and to effectively prioritise incoming referrals into urgent and non-urgent.
The post holder will act as the Senior Admin to the booking team and provide support across both hospital site (The Hillingdon Hospital & Mount Vernon Hospital) including the Maternity Building for patient relations within the department.
To be responsible for all Special appointments including ensuring lists are changed or cancelled in the event of Radiologist leave.
To liaise with third party healthcare provide Healthshare & CDC in regards to the outsourced patients report and update cases when required and provide an effective, efficient appointment service to the department and the Trust.
Responsibilities and key result areas to include:
- To be responsible for dealing with patients' complaints and queries, and reporting these to the Admin Manager when appropriate. (Those complaints involving members of the department staff will be dealt with by the Department Manager).
- To ensure that appointments are correctly booked within RTT rules for Diagnostics and that appropriate instructions/prep are given/sent to the patients.
Monitor long waiter patient appointment via DM01 and investigate the delay in attendance, discuss the bottleneck with the admin manager if additional capacity is required.
- To ensure sessions are altered/cancelled in the event of Radiologist Leave.
- To actively monitor PTL in line with 18-week directives, escalating potential breaches in a timely manner.
- To present a friendly and professional image to patients and maintain good working relationships with other departments
- To collaborate professionally with MIU and other wards and departments.
- To adapt and manage resources and services in line with demand, capacity and future expansion.
- To train all staff in the use of the computer for patient registration to comply with Department Induction programme.
- To train all staff in reception duties, including acceptance/rejection of Order comms.
- To ensure that the telephone is answered in a helpful manner and within the agreed time, and queries dealt with appropriately.
- To ensure paperwork and forms are prepared for future appointments.
To support on a day-to-day basis for ensuring accuracy of data used in the Radiology Information System (Soliton, PACs, Cerner and IEP) for all Imaging and X-Ray referrals and appointments are carried out effectively. This will include monitoring and tracking all referrals to ensure access to the service is equitable for all patients within national and local policies and guidelines.
- Register new patients on Cerner and crosscheck the demographic information with SPINE for accurate details.
Monitor IEP and manage requests in a timely manner and to support PACS housekeeping when required.
To monitor the HealthShare outsourced patient tracker and update patients record accordingly and in a timely manner on Soliton.
To monitor and support the various outsourcing processes that are in place, this includes Healthshare for Ultrasound, CDC for CT and MRI.
- Answer the telephone in a polite and friendly manner. To deal with all requests/enquiries in an appropriate manner.
- Manage the request forms in date order and enter any relevant information on the form regarding booking instructions. Schedule appointments in Soliton diary to comply with current booking process.
- Liaise with Superintendent regarding the issue of urgent appointments to comply with current targets.
- Ensure all urgent appointment letters are dealt with accordingly and sent out as priority.
- Confirm with patients that they are able to attend their appointment (to reduce DNAs). In the event of a cancellation, telephone patients on the cancellation list to fill the slot.
- Responsible for ensuring appropriate and timely responses are made for requests under the FOI.
- The post holder will be expected to work in a pro-active manner across the Trust.
- Communicate directly with patients in the department who have any queries regarding their procedure or appointment.
- Rebook or re-arrange appointments as appropriate. Liaise with Superintendent regarding any unusual or additional requirements.
- Taking part in Department Audit and Staff meetings.
- To keep up to date with technology developments with regard to developing appropriate skills in the use of modern technology.
- Any other business as required by the Radiology Admin Manager, Service Manager or Head of Radiology.
This job description may be reviewed in the light of change in service needs and developments. Any changes will be fully discussed with the post-holder.
Person Specification
Criteria
Essential
- Good general standard of education to GCSE 'O' Level (Grade A-C) including English and Mathematics or equivalent Level 2 qualification(s)
- Educated to diploma level or equivalent level combination of NVQ 3 education, short courses and experience
- Previous administration/secretarial experience and a comprehensive experience of working in the NHS or other healthcare sector.
- Experience of working with the general public in a customer or patient-facing role
- Staff Supervision - day to day supervision.
- Experience in performing staff management duties, such as PDR
- Experience in running an office including managing, maintaining and developing databases and filing systems including maintaining stationery/stock levels and diary management
- Ability and confidence to work safely and effectively without direct supervision
- Experience of inputting to databases, spreadsheets and/or other IT Systems and business applications used in the office environment.
- Experience of using patient administration systems and other Radiology in-house systems i.e Soliton, IEP, Cerner and Microsoft Office suite
- Experience of dealing with enquiries from the public and partner organisations.
- Experience of prioritising workload to meet conflicting demands
Desirable
- Management qualification or equivalent experience
- Experience of dealing with confrontational and emotional enquiries
- Experience of organising meetings and events including speakers
- Experience of administering the recruitment and selection procedure
- Project management experience
Person Specification
Criteria
Essential
- Good general standard of education to GCSE 'O' Level (Grade A-C) including English and Mathematics or equivalent Level 2 qualification(s)
- Educated to diploma level or equivalent level combination of NVQ 3 education, short courses and experience
- Previous administration/secretarial experience and a comprehensive experience of working in the NHS or other healthcare sector.
- Experience of working with the general public in a customer or patient-facing role
- Staff Supervision - day to day supervision.
- Experience in performing staff management duties, such as PDR
- Experience in running an office including managing, maintaining and developing databases and filing systems including maintaining stationery/stock levels and diary management
- Ability and confidence to work safely and effectively without direct supervision
- Experience of inputting to databases, spreadsheets and/or other IT Systems and business applications used in the office environment.
- Experience of using patient administration systems and other Radiology in-house systems i.e Soliton, IEP, Cerner and Microsoft Office suite
- Experience of dealing with enquiries from the public and partner organisations.
- Experience of prioritising workload to meet conflicting demands
Desirable
- Management qualification or equivalent experience
- Experience of dealing with confrontational and emotional enquiries
- Experience of organising meetings and events including speakers
- Experience of administering the recruitment and selection procedure
- Project management experience
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
